The Problem
Qopia Financial is a wealth advisory firm managing client relationships across a growing book of business. Their account managers were spending the first hour of every day on manual prep — pulling up client histories, reviewing recent interactions, checking upcoming review dates, and drafting follow-up notes from previous meetings.
The result: 20–40% of scheduled client touchpoints were being missed or delayed. Not because anyone was lazy — because the admin overhead made it impossible to stay on top of every relationship at scale.
What We Diagnosed
During the two-week diagnostic, we mapped Qopia's client review cadence end-to-end. We identified 10+ hours per week of recoverable time per account manager across three processes:
- Client review preparation — pulling data from multiple sources, formatting briefs
- Meeting note generation — transcribing and summarizing meeting outcomes
- Follow-up scheduling — ensuring no touchpoint falls through the cracks
We also identified two processes we recommended leaving manual: quarterly compliance checks (too variable, low volume) and portfolio rebalancing reviews (requires judgment that doesn't automate well at this scale).
What We Built
The Milo System for Qopia consists of:
- Automated client brief generation that pulls from their CRM, recent email threads, and calendar to produce a one-page prep doc before every review meeting
- Meeting transcript processing via Fireflies integration — notes are summarized, action items extracted, and follow-ups auto-scheduled in the CRM
- Touchpoint monitoring — an alert system that flags when a client relationship is going cold based on configurable thresholds
All three run on a monitored infrastructure with 24/7 alerts. When something drifts, we know before Qopia does.
The Results
| Metric | Before | After |
|---|---|---|
| Admin time per account manager | 10+ hrs/week | < 1 hr/week |
| Missed client touchpoints | 20–40% | < 5% |
| Manual task reduction | — | 90% |
| Payback period | — | 4.2 months |
Month 6 performance was measurably better than month 1 — not because the automation improved, but because we tuned the thresholds, adjusted the brief templates based on account manager feedback, and extended the system to cover two additional client communication channels.
This is what we mean by "systems compound."